Customer Care

Session 1

INTRODUCING CUSTOMER CARE

I. INTRODUCTION

a. What is “CUSTOMER CARE” Concept?

- All the efforts spent by every single employee to make the customer content and constant.

- The quality of our services must be beyond customer’s expectation, not just to satisfy him. The final quality depends on all departments.

b. Why the Customer Care is Important?

- People feel comfortable to make business with whom they can trust. Customer care means politeness, communication, credibility, security, understanding, sensibility; it is the way to make customers to trust us.

- Content customer means less stress and occupation, gives you the possibility to take care of other customers.

- You need 4-5 times more time to find a new customer than to maintain an existing one.

- An unsatisfied customer doesn’t mean jut a claim, because the customer will tell forward to at least 6 people.

- To bring new customers and maintain existing ones represents the only source of incomings for our company.

c. Awareness

- Front line workers have special importance for developing Customer Care service, because customers have first contact with them.

- Management must be sure that staff is well trained for the relationship with customers.

- Management must know the facts that reduce or increase the positive and negative effects of the contact with customers.

d. Major ways for a successful Customer Care service

- THERE IS ONLY ONE CHANCE TO MAKE THE FIRST IMPRESION

- Do not ever criticize people or people’s ideas.

- Listen and remember all the ideas even if some of them strange.

- Reflect over ideas that can be used.

- Treat everyone like you wish to be treated.

- The bad news spread more quickly than good...